{"article":{"id":15373880608919,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/15373880608919.json","html_url":"https://support.plaid.com/hc/en-us/articles/15373880608919-Why-is-a-user-not-receiving-an-OTP","author_id":396033157154,"comments_disabled":true,"draft":false,"promoted":false,"position":3,"vote_sum":0,"vote_count":0,"section_id":16125190358807,"created_at":"2023-06-16T22:13:54Z","updated_at":"2026-05-31T00:13:54Z","name":"Why is a user not receiving an OTP?","title":"Why is a user not receiving an OTP?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-05-31T00:13:54Z","user_segment_id":null,"permission_group_id":1121774,"content_tag_ids":[],"label_names":[],"body":"
In the case where a user is not receiving the OTP from their institution, there are a few options they can try:
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Confirm the user's phone number listed on their profile at the bank is correct and not confusing home and mobile numbers
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Confirm if there is an email address listed as another contact option
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Try the phone call or email options to receive the code (this is often the easiest option to get connected)
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Have the user try to trigger SMS multi-factor authentication from a private/incognito browser or a new device to see if they can receive the code outside of Plaid Link
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Many banks use SMS short codes, which sometimes a phone won't accept. The user should confirm with their mobile carrier that they can receive short codes. Some users block them and some carriers require you to opt-in to them (this is less frequent, but does happen)
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Have the user try to test directly by logging in to the institution’s website from a private browser window or new device, which should trigger the MFA flow. They can then see whether or not they're able to receive a security code directly.